What we learned from this quarter's data:

Trust and Satisfaction scores for the toll-free line are up by 6%/7% percentage points respectively compared to the same period last year.

Employee helpfulness continues to score highest for our toll-free and in-person services.

IRS.gov positive response rates were consistent with the previous quarter (FY23 Q2), which matches expected seasonal variance. The highest rates of satisfaction were from those seeking tax forms, publications, or instructions and those seeking tools for tax professionals. The lowest satisfaction scores came from those seeking refund status and those seeking contact information.

The Online Account survey is currently offline during transition to new vendor.

Service details

What we learned from this quarter's data:

Due to 5,000 new hires made possible by Inflation Reduction Act resources, IRS customer service representatives answered more than 6.5 million taxpayer calls this year, 2.4 million more calls with live assistance since the start of the year through April 7, compared to the same period in 2022. We cut phone wait times to four minutes, down from 27 minutes in Filing Season 2022 and achieved an 87% Level of Service with live assistance since the opening of the individual filing season. Trust and Satisfaction scores for the toll-free line are up by 5%/4% percentage points respectively compared to the same period last year.

Employee helpfulness continues to score highest for our toll-free and in-person services.

Overall IRS.gov positive response rates increased compared to the previous quarter (FY 2023 Q1) and similar to FY 2022 Q2 scores, showing that this is standard seasonal variance. The highest scores of agreement with A-11 statements were from those seeking tax forms and form information while some of the lowest satisfaction scores came from users seeking refund status information.

The Online Account survey is currently offline during transition to new vendor.

Service details

What we learned from this quarter's data:

The most common reasons customers call are: Refund Inquiry, IRS Office Location/Appointment, Balance Due/Payoff, Transcript/Record of Account, or to establish an Installment Agreement. Recognizing that our diverse customer base has varying service preferences, the IRS has focused on providing automated solutions for most of the common reasons taxpayers call.

Overall agreement rates for the Accounts Management toll-free and Appointment Lines remain relatively high, with employee helpfulness scoring highest.

The IRS.gov main site survey relaunched on November 14 with new a survey provider. The new version of the IRS.gov sitewide survey is offered to both desktop and mobile users and is offered in Spanish if the user’s browser is set to Spanish. Additionally, this survey now operates with stricter criteria, only offering a survey to a sampling of users who meet the following criteria - user has visited at least three pages, spent at least 60 seconds on the site, and spent at least 15 seconds on a singular page (which has to be the third page or later in their session). These changes in criteria significantly lowered the number of responses compared to the previous model and contributed to a higher percentage of disagreement with the ease and efficiency A-11 questions as the new criteria is more likely to select visitors spending longer on the site and/or a specific page.

The Online Account survey is currently offline during transition to new vendor.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Fourth Quarter web surveys were paused on 8/31/2022 while administration responsibility transitioned to a new vendor. Data collection will resume in first quarter FY2023.

IRS.gov agreement rates with A-11 questions dropped in the fourth quarter. This is in line with previous years, where we observe a satisfaction drop post filing season as a larger proportion of site visitors have outstanding issues they are trying to address. Refund status was the most common reason for people to visit the IRS site during this quarter.

Online Account agreement rates were fairly consistent with the same time last year, with users looking to make an online payment as the most satisfied.

Overall agreement rates for the Accounts Management toll-free and Appointment Lines remain relatively high, consistent with the same time last year.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Agreement rates with A-11 questions dropped across all web surveys in the third quarter. This is in line with previous years as a larger proportion of site visitors after filing season have outstanding issues they are trying to address. Refund status was the most common reason for people to visit the website during this quarter.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Fourth Quarter web surveys were paused on 8/31/2022 while administration responsibility transitioned to a new vendor. Data collection will resume in first quarter FY2023.

IRS.gov agreement rates with A-11 questions dropped in the fourth quarter. This is in line with previous years, where we observe a satisfaction drop post filing season as a larger proportion of site visitors have outstanding issues they are trying to address. Refund status was the most common reason for people to visit the IRS site during this quarter.

Online Account agreement rates were fairly consistent with the same time last year, with users looking to make an online payment as the most satisfied.

Overall agreement rates for the Accounts Management toll-free and Appointment Lines remain relatively high, consistent with the same time last year.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Agreement rates with A-11 questions dropped across all web surveys in the third quarter. This is in line with previous years as a larger proportion of site visitors after filing season have outstanding issues they are trying to address. Refund status was the most common reason for people to visit the website during this quarter.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Service details

What we learned from this quarter's data:

Trust and Satisfaction scores for the toll-free line are up by 6%/7% percentage points respectively compared to the same period last year.

Employee helpfulness continues to score highest for our toll-free and in-person services.

IRS.gov positive response rates were consistent with the previous quarter (FY23 Q2), which matches expected seasonal variance. The highest rates of satisfaction were from those seeking tax forms, publications, or instructions and those seeking tools for tax professionals. The lowest satisfaction scores came from those seeking refund status and those seeking contact information.

The Online Account survey is currently offline during transition to new vendor.

Service details

What we learned from this quarter's data:

Due to 5,000 new hires made possible by Inflation Reduction Act resources, IRS customer service representatives answered more than 6.5 million taxpayer calls this year, 2.4 million more calls with live assistance since the start of the year through April 7, compared to the same period in 2022. We cut phone wait times to four minutes, down from 27 minutes in Filing Season 2022 and achieved an 87% Level of Service with live assistance since the opening of the individual filing season. Trust and Satisfaction scores for the toll-free line are up by 5%/4% percentage points respectively compared to the same period last year.

Employee helpfulness continues to score highest for our toll-free and in-person services.

Overall IRS.gov positive response rates increased compared to the previous quarter (FY 2023 Q1) and similar to FY 2022 Q2 scores, showing that this is standard seasonal variance. The highest scores of agreement with A-11 statements were from those seeking tax forms and form information while some of the lowest satisfaction scores came from users seeking refund status information.

The Online Account survey is currently offline during transition to new vendor.

Service details

What we learned from this quarter's data:

The most common reasons customers call are: Refund Inquiry, IRS Office Location/Appointment, Balance Due/Payoff, Transcript/Record of Account, or to establish an Installment Agreement. Recognizing that our diverse customer base has varying service preferences, the IRS has focused on providing automated solutions for most of the common reasons taxpayers call.

Overall agreement rates for the Accounts Management toll-free and Appointment Lines remain relatively high, with employee helpfulness scoring highest.

The IRS.gov main site survey relaunched on November 14 with new a survey provider. The new version of the IRS.gov sitewide survey is offered to both desktop and mobile users and is offered in Spanish if the user’s browser is set to Spanish. Additionally, this survey now operates with stricter criteria, only offering a survey to a sampling of users who meet the following criteria - user has visited at least three pages, spent at least 60 seconds on the site, and spent at least 15 seconds on a singular page (which has to be the third page or later in their session). These changes in criteria significantly lowered the number of responses compared to the previous model and contributed to a higher percentage of disagreement with the ease and efficiency A-11 questions as the new criteria is more likely to select visitors spending longer on the site and/or a specific page.

The Online Account survey is currently offline during transition to new vendor.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Fourth Quarter web surveys were paused on 8/31/2022 while administration responsibility transitioned to a new vendor. Data collection will resume in first quarter FY2023.

IRS.gov agreement rates with A-11 questions dropped in the fourth quarter. This is in line with previous years, where we observe a satisfaction drop post filing season as a larger proportion of site visitors have outstanding issues they are trying to address. Refund status was the most common reason for people to visit the IRS site during this quarter.

Online Account agreement rates were fairly consistent with the same time last year, with users looking to make an online payment as the most satisfied.

Overall agreement rates for the Accounts Management toll-free and Appointment Lines remain relatively high, consistent with the same time last year.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Agreement rates with A-11 questions dropped across all web surveys in the third quarter. This is in line with previous years as a larger proportion of site visitors after filing season have outstanding issues they are trying to address. Refund status was the most common reason for people to visit the website during this quarter.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. The IRS is executing on an inventory “Get Healthy” plan to improve the experience for these taxpayers.

Service details

What we learned from this quarter's data:

Pandemic related delays in tax return processing and distribution of tax refunds for some taxpayers continued to affect the taxpayer experience. While the volume of these users has reduced since last quarter, they make up a larger percentage of online survey respondents than first quarter last year. In December, online experience scores improved as users began coming to the site more frequently to gather tax forms and instructions in preparation for the filing season.

Due to a contracting issue, first quarter data for the IRS toll-free Appointment Line and Appointment Line follow-up surveys are not available.

Service details

What we learned from this quarter's data:

Pandemic related tax processing delays and inquiries related to Economic Impact Payments and the Advance Child Tax Credit continued to drive significantly higher than normal volumes on our online and toll-free service channels and influence survey scores.

Service details

What we learned from this quarter's data:

Pandemic related tax processing delays and inquiries related to Economic Impact Payments and the Advance Child Tax Credit continued to drive significantly higher than normal volumes on our online and toll-free service channels.

Due to a contracting issue, third quarter data for the IRS toll-free survey is not available.

The IRS recently modified the Automated Collection System survey to align with Section 280 standards, adding a compliance channel to the existing Section 280 survey quarterly reporting.

Service details

What we learned from this quarter's data:

The third round of Economic Impact Payments (EIP 3) was authorized by the American Rescue Plan Act of 2021 on March 11, 2021. The IRS started issuing EIP 3 to eligible individuals on March 12, 2021, with more payments sent by direct deposit and through the mail as a check or debit card in the weeks that followed. As of early April the IRS issued about 156 million payments totaling approximately $372 billion.

Pandemic related tax processing delays and inquiries related to EIPs continued to drive significantly higher than normal volumes on our online and toll-free service channels (at peak, more than 1,500 calls per second).

Service details

What we learned from this quarter's data:

The IRS successfully calculated and started issuing Economic Impact Payments (EIP) just 14 days after the passage of the CARES Act legislation; and simultaneously delivered two special tools on IRS.gov, in a compressed timeframe, to help taxpayers understand the law and provide millions of people who don’t normally file a tax return a way to quickly register for these payments. A recent Treasury Inspector General for Tax Administration report indicated that the IRS correctly computed the payment amount for approximately 98 percent of these EIPs. The IRS calculated and issued the second round of payments (EIP2) just two days after passage of the Coronavirus and Relief Supplemental Appropriations Act of 2021 on December 27, 2020. A total of 147 million EIPs totaling $142 billion.

For online survey responses, negative scores were most often driven by frustration with delays in tax return processing and refund distribution caused by the pandemic. A high volume of respondents were looking for information related to the first or second EIP and also score more negatively than the average visitor.

Service details